7/24/2019 Mystery Shopper Form 2014 (1)

1/4

Guardians 2014 Mystery Shoppers

Programme Questionnaire

Date: __________________ No. of staff: ______________

Time:__________________ No. of customer: __________

*** All examples are for reference only, anything similar is acceptable***

***Any language can be used, as long as it is understood***

(f gi!e "#$%&' score, please pro!ide explanation. o)e!er, )e )elcome all feedbac and comments for all sections.+

1. SHOPFLOO !ma" 40 mar#s$

S%O&

a. Staf to acknowledge customer with asmile, eye contact and greeting. -(eg. welcome to Guardian, how areyou, hello, hi etc.)Name o staf who did/did notgreet________________

None, or notcom!lete

"

#ll done

$. Greeting $y any other staf that are!resent.Name o staf who did/did notgreet________________

No

%

&one

c. Staf must a!!roach customer toofer hel! when they see a customer.' stafs are $usy sering othercustomers, once they are aaila$le,they must immediately a!!roach the

net customers to ofer hel!. (eg.*ow may ' hel! you, sir/ma+am 'sthere anything you+re looking or)Name o staf who did/did not oferhel!________________

No

&one

d. #ter com!leting !art "(c), staf mustofer urther hel!, $y showingcustomer to the !roduct location.

ust !oint to !roduct

location

0ring to !roduct

location

e. #ter com!leting !art " (d), staf must!roide ino/adice on the usage o!roduct, 12suggest alternaties, 12alue !acks, 12any other ofers, eg.3urchase with !urchase/git with!urchase

No knowledge

#$le to !roide good

ino 4 adice, 12suggest alternaties

. Stafs/!romoters are not chit-chatting and are attentie to

customers.Name o stafs/!romoters that chitchat__________________

Staf/!romoters $usy

chit chating, 12standing/walking

aimlessly, 12leaning against

gondola

5No chit-chatting 4

!ositie $odylanguage

6omment7

_____________________________________________________________________________________

_____________________________________________________________________________________

Store name TOTAL

SCORE

7/24/2019 Mystery Shopper Form 2014 (1)

2/4

2. %'SH(& S&)(%& !ma" *+ mar#s$

S%O&

a. 6ashier to acknowledge customerwith a smile, eye contact 4 greeting.(8g. *i ma+am/sir9 #nything else toadd)6ashier+s Name7_____________________

None, 12

'ncom!lete- 8g.Smile 4 eye contact

only, or greet only

#ll 5 done- Smile,

eye contact 4 greet

$. &id cashier !romote 3urchase :ith3urchase, 12Git :ith 3urchase 12any other ofers

No

&one

c. 6ashier must hand oer the changeand merchandise to the customers!olitely with recei!t.

;erchandise or

change let on the

counter

"

2ecei!t gien